Digital Transformation of Citizen Services in Germany: Lessons Learned from the Case of Syrian Refugees
Abstract: The current refugee crisis has revealed several limitations in current systems, which is a clear call for optimizing governmental services and transforming current manual services into digital services. This research-in- progress paper is “food for thought” to learn from the way the German government has been dealing with the refugee crisis, and apply these learnings to start a digital transformation in citizen services. This will not only optimize such services, but it will also enable them to be scalable. This preliminary work initiates the investigation by analyzing the aspects that make refugees special with the goal of understanding the impact of these aspects on designing and transforming citizen services.
Full Text: Coming Soon!